Customer Satisfaction Index - All Modes

Datasets
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This is a companion discussion topic for the original entry at https://opendata.transport.nsw.gov.au/dataset/customer-satisfaction-index-all-modes
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The November 2025 survey results have been released as part of Transport for NSW commitment to improving customer satisfaction across the public transport, roads, and point-to-point transport networks. Key finding of the survey:

Public Transport

  • Overall customer satisfaction for trains, buses, ferries, light rail, and metro remains high, with satisfaction levels between 90-98%.

  • Passengers were most satisfied with attributes like ticketing, safety & security, and accessibility across the different modes.

  • Areas with lower satisfaction include cleanliness, information about service delays, and comfort (e.g. seat availability).

Roads

  • Overall customer satisfaction for private vehicles, heavy vehicles, motorcycles, bicycles, and walking is between 58-91%.

  • Users were most satisfied with journey time reliability, safety, and road quality & design.

  • Areas with lower satisfaction include customer service, information about road closures/delays, and facilities for heavy vehicles and cyclists.

Point-to-Point Transport

  • Overall customer satisfaction for taxis, rideshare, and hire cars is between 88-92%.

  • Users were most satisfied with convenience and accessibility.

  • Areas with lower satisfaction include information provided and customer service.

These results are used to identify areas for improvement and drive accountability for continual enhancement of the transport system in NSW.